Description: KEY ROLES:Manage overall training requirements, ensure sufficient training resources are available to roll out required new hire induction and program training. Flag resource constraints timely to allow alignment of training plans with training resource capacity.Ensure continuous improvement of Service Provider and program training materials and overall curriculum in close collaboration with training and outsourcing team.Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Service Provider and the team.Provide thought leadership to training and policy teams re process/curriculum and content improvement opportunities.Develop materials according to process standardsCollaborates with quality team on learning opportunities derived from quality audit, call calibration and client feedbackEvaluate and revisit training materials to ensure relevance and content is up to dateCreates process knowledge test, track and monitor learning improvementsDeploy process changes, updates, and workflow improvements from clientProvide oversight on content revisions, given feedback from subject matter expertsProvides classroom training, fulfill refresher trainings, and upskillingEnsures training performance are tracked and delivered based on client requirementsMonitor course assessments and manage employees during in process trainingRequirements: SKILLS EXPECTATIONSProcess Improvement – IntermediateReporting and Analytics – IntermediateQuality Management – IntermediateCurriculum Planning – IntermediateLearning Content Design and Development – IntermediatePeople Management – IntermediateCommunication - ExpertTraining and Facilitation - ExpertFluency in EnglishMinimum C1 in French Offer:
